E-Commerce Manager

Job Title:

E-Commerce Manager Department:
Marketing & Sales

Reports To:

Business Development Manager

Location:

Cleveland, OHSalary: $80k-$85k Position Summary Malley’s Chocolates, a beloved brand known for its premium chocolates and confections, is seeking a strategic and results-driven E-Commerce Manager to lead our online sales and digital presence. This individual will be responsible for developing and executing strategies and budgets to drive growth, enhance customer experience, and optimize online sales performance. The E-Commerce Manager must be able to work alone, as well as collaborate across departments, ensuring that the digital channel aligns with overall brand and business objectives.

Key Responsibilities E-Commerce Operations Manage the day-to-day operations of Malley’s Chocolates e-commerce platform, including compliance, product listings, inventory accuracy, and pricing updates.

Oversee order processing, fulfillment, and shipping to ensure seamless customer experience.

Lead communications and contract negotiations with third-party vendors including apps, website development, and 3PL - Andy Monitor and optimize site performance, addressing technical issues promptly.

Strategy & Growth Develop and execute a comprehensive e-commerce strategy to achieve sales growth and profitability targets.

Identify opportunities to expand the online product catalog, seasonal offerings, and personalized gifting options.

Leverage analytics to track performance, measure ROI, and make data-driven decisions for site improvements.

Own the e-commerce channel’s annual sales, expense, and profitability goals and develop actionable plans to address performance that falls below budget, forecast, or established KPIs.Demonstrate measurable return on digital marketing, technology, website development, and other e-commerce investments.

Customer Experience Enhance the online customer journey, ensuring a user-friendly, visually appealing, and mobile-responsive website.

Implement tools and strategies to improve site navigation, search functionality, and product recommendations.

Collaborate with Customer Service to address online inquiries and ensure satisfaction of e-commerce buyers.

Marketing Integration Work closely with the Marketing team to align digital campaigns with brand initiatives, seasonal promotions, and corporate gifting programs.

Manage paid digital advertising (Google Ads, social media ads) to drive traffic and conversions.

Develop and execute email marketing strategies for customer engagement and retention.

Team Collaboration Partner with the IT team to ensure the platform is updated, secure, and scalable.

Collaborate with the Product Development, Marketing, Warehouse, and Operations teams to coordinate seasonal launches and inventory planning.

Reporting & Analysis Prepare monthly performance reports highlighting traffic, sales, conversion rates, and other KPIs.Use insights to recommend and implement enhancements to the e-commerce strategy.

Provide regular performance reporting to senior leadership, including actual results versus budget, prior year, forecast, and established KPIs.Develop and execute corrective action plans when sales, expenses, projects, or other key performance measures are not meeting expectations.

Track and report key metrics including net sales, gross margin, conversion rate, average order value, website traffic, customer acquisition cost, return on advertising spend, shipping expense, cart abandonment, and repeat customer performance.

Accountability & Performance Management Establish and maintain measurable goals and KPIs for the e-commerce business in partnership with leadership.

Demonstrate consistent ownership of assigned responsibilities, projects, budgets, deadlines, and business results.

Proactively identify problems and present recommended solutions rather than waiting for issues to escalate.

Maintain accurate and timely documentation of projects, decisions, vendor relationships, expenses, and performance results.

Respond appropriately to feedback and demonstrate timely, sustained improvement when performance concerns are identified.

Ensure continuity of e-commerce operations by maintaining…